Customer Service Representative

We are looking for a detail-oriented and empathetic Customer Service Representative to join our retail / e-commerce support team . This role involves assisting customers with online orders, returns, product inquiries, and account issues. The ideal candidate is an excellent communicator who thrives in a fast-paced environment and is passionate about providing a top-tier customer experience.

Key Responsibilities :

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Handle issues related to online orders, shipping status, billing questions, returns, exchanges, and refunds.
• Guide customers through our website, helping with navigation, product information, sizing, and availability.
• De-escalate situations involving dissatisfied customers and offer appropriate solutions.
• Document all interactions accurately in our CRM (e.g., Zendesk, Salesforce).
• Collaborate with the fulfillment, shipping, and inventory teams to resolve order issues or delays.
• Process return labels, initiate refunds, and ensure customer satisfaction at every step.
• Monitor and flag recurring customer issues and suggest improvements to processes or FAQs.
• Stay up-to-date with product launches, seasonal promotions, and policy updates.

Preferred qualifications :